Virtual Tech Gurus
Description
Position Summary
- The IT Customer Experience Deputy will report directly to IT Manager. This position plays a crucial role in ensuring a positive and efficient experience for end-users within the organization. This position involves handling various tasks related to IT service requests, mobile billing, finance, and general administration. The specialist collaborates with cross-functional teams, analyzes technical issues, and contributes to system improvements.
Roles & Responsibilities
- End User Escalations
- Relationship management with internal end users
- Request fulfillment (e.g., ServiceNow requests, digital investigations)
- Mobile billing administration (e.g., MobiChord, billing disputes)
- Finance & contract administration (e.g., product billing, renewals)
- Small CX projects
- General administration (e.g., documentation, process review, KBs)
Responsibilities:
- Collaborate with cross-functional teams to design, develop, and maintain software applications.
- Analyze complex technical problems, propose solutions, and implement them effectively.
- Contribute to system architecture discussions, ensuring scalability, performance, and reliability.
- Handle end user escalations by investigating the issue, evaluate the process, and keeping the end user happy during the process.
- Handle ServiceNow requests and digital investigations promptly and accurately.
- Manage mobile billing processes, including handling disputes and working with tools like MobiChord.
- Finance & Contract Administration: Assist with product billing, renewals, and related financial tasks.
- Participate in small customer experience (CX) projects, contributing to improvements and enhancements.
- General Administration: Maintain documentation, organize files, and handle administrative tasks as needed
Qualifications:
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Familiarity with ServiceNow and mobile billing tools is a plus.
Competencies:The Working refers to competencies considered absolute pre-requisites for success. How you deliver results is as important as what you achieve. Every worker is expected to demonstrate the behaviors within these competencies.
Competence is the set of demonstrable characteristics and skills that enable and improve the efficiency or performance of a job.
Builds Trusted Relationships
Creates Effective Teams
Thinks Strategically
Inspires Innovation
Demonstrates Courage
Drives Continuous Improvement
Makes Quality Decisions
Delivers High Performance
JOBID: 12019